Job Description
2-3 months contract with an East London based Local Authority
Job Summary:
· To support the Council’s vision and resilience agenda by providing a wide range of best-in-class front line services within customer services.
· The provision of an efficient and effective front-line service based on customer and service needs across a number of council related service areas.
· To support the ethos of ‘right first time’ within customer services.
· To support the overall delivery of excellent customer care by working in conjunction with the customer services team to provide high quality service during operational hours.
Key Duties/Accountabilities:
· To provide an efficient and effective front-line service dealing with a variety of service requests and providing information and guidance relating to repairs within Housing services.
· To maintain a high-level understanding of end-to-end customer interactions and to ensure appropriate levels of understanding throughout the designated service.
· To handle difficult or sensitive enquiries effectively using the appropriate body language, listening skills and rapport building.
· To understand what matters to customers, and to ensure appropriate levels of understanding throughout the staff delivering services.
· To work as part of the repairs contact team to drive an innovative and demand-driven approach to service development, and to ensure that the Service is responsive to public/client needs and achieves efficiency in operation.
· To take card payments to pay for a council service when required following the correct security protocols.
· To demonstrate alignment with the Council’s vision, aims and values.
· To use effective communications, liaison and working relationships across the locality team.
· To use all available information technology applications and other systems to provide information, advice and support for customers.
Essential Experience Required:
· Clear understanding of the operational service provided within Repairs Contact Centre.
· Knowledge of customer service and conflict.
· Knowledge of excellent resident experience tools and approaches.
· A demonstrable understanding of providing high quality, inclusive services across a range of service areas, and a willingness and ability to, following training, work in a variety of service areas within the Customer Services division.
Additional information to note:
· This role is fully office based, there is no remote/hybrid working arrangements available.
· Willingness and work evenings, weekends and Bank Holidays when required to do so to maintain service delivery.
· Duties of the role are at Sc6 unless specified as being of a higher grade on the job description.
The closing date for this position is Tuesday 02/07/2024